SUMMARY:

• Managing day to day technical requirements of six (6) buildings within the Confidential campus to include 20+ Medical departments and 250 residing customers/users
• Currently serving as a SQL Server DBA monitoring organizational databases and performing backups, error checks, database creations and transfers as needed
• Installing maintaining, and upgrading internal databases and monitor databases, in both a development and production environment
• Applying STIGs, Microsoft patches and configure server environment to help maintain data access controls and implement government - required security standards
• Upgrading Oracle database from 11g to 12c
• Migrating databases to cloud based AWS EC2.

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

SQL Server / Oracle DBA

Responsibilities:

• Performing daily DBA tasks to include; reviewing scheduled jobs, disk space, backups and maintaining stored procedures
• Reviewing weekly Confidential SA IAVA reports for applicable findings
• Applying Microsoft Security patches, updates and software packages on test and development databases and documenting, reporting and escalating glitches to Sr. DBA
• Reviewing and addressing outstanding POAMs and applying fixes where applicable within server environment in preparation for updating organizational System Security Plan (SSP) and forthcoming audit
• Creating and transferring databases between development and production servers per developers’ requests
• Successfully administered the conversion to Virtual Desktop Infrastructure (VDI) environment
• Applying quarterly patches to Oracle databases
• Training onboarding Tier-II employees on troubleshooting procedures, organizational processes & requirements
• Remote accessing customer PCs to ensure installation and functionality of required software
• Updating, escalating incident, problem and request tickets in a ticketing system (Remedy 7.6, 8.1, LANDesk and JIRA)
• Successfully administer and maintain Active Directory user accounts via ARS web interface
• Using Remote Desktop Connection to access user’s computers to assist in troubleshooting MS Office and other day to day issues
• Resolving trouble tickets assigned to service desk & Tier 2 and 3 technicians

Confidential, Fort Meade, MD

System Administrator

Responsibilities:

• Successfully administer and maintain Active Directory user accounts as directed by IT management
• Using Remote Desktop Connection to access user’s computers to assist in troubleshooting MS Office and other day to day issues
• Resolving trouble tickets assigned to service desk & Tier 2 and tier 3 technicians
• Troubleshooting and resolving escalated tickets - contacting users and troubleshooting unresolved hardware/software issues
• Addressing day to day customer issues
• Using Direct Access Method for installing and/or replacing corrupted or missing files from installed tools
• Using Remedy ITSM to report, record user issues

Confidential, Arlington, VA

IT Support Technician

Responsibilities:

• Regular use of Active Directory User Administration to help resolve division user account lockouts, password resets and managing user permissions
• Using Remote Desktop Connection to access user’s computers and assist in trouble shooting day to day issues
• Remedy 7.6. Ticket tracking & service management suite
• Loading new drivers for printers, scanners, and other peripherals
• Installation and troubleshooting Common Access Card (CAC) issues

Confidential, Largo, MD

Helpdesk Support Technician

Responsibilities:

• Monitoring and managing Remedy 7.6 ticket tracking suite; triaging and determining user errors versus system errors
• Ensuring new system issues are addressed diligently and in a timely manner or forwarded to the appropriate Tier 3 support technician
• Troubleshooting newly developed systems in accordance with established standard operating procedures (SOPs)
• Providing guidance in creating new user accounts, resetting user passwords and establishing user permissions as required

Confidential, Washington DC

Technical Analyst

Responsibilities:

• Regular use of Active Directory User Administration to help resolve division user account lockouts, password resets and managing user permissions
• Addressing all division Microsoft office suite application questions and ensuring day to day functionality
• Creating organizational trouble tickets and escalating relevant trouble tickets to appropriate tier 2 and/or tier 3 technicians within Remedy 7.6. Incident Tracking & Service Management (ITSM) suite
• Loading new drivers for printers, scanners, and other peripherals
• Installing, maintaining and troubleshooting organizational hardware and software for network services and devices
• Setting up and configuring workstation for onboarding employees
• Provide analytical support to the Confidential ( Confidential ) reviewing proprietary plans and working directly with multiple customers to ensure plan compliance with regulations and legislation mandated by Confidential
• Interpret newly developed regulatory policies and guidance and provides assistance to managers and employees in understanding how guidance should be applied